The traditional contact centre is undergoing a profound transformation. Central to this shift is Voice Artificial Intelligence (AI), which is moving far beyond simple automation to fundamentally reshape how organisations manage both their inbound and outbound call operations. It represents a fusion of different AI technologies to to deliver immediate, intelligent and scalable 27/7 customer …
Are online sales on the up in your business? If the answer is yes, you’re on trend. In 2025, Australians’ long-time love affair with ecommerce shows no sign of easing off. On the contrary. We spent a collective $64.19 billion on online retail in the 12 months to June 2025, according to the latest NAB …
Dannielle Pearson, Head of Customer Strategy & Insights at Concentrix, recently shared her perspective on the shifting landscape of customer experience (CX) and Artificial Intelligence (AI) at Ashton Media’s CX Retreat. She spoke to CXFocus’s Michael Gwillian about the enduring need for human skills like emotional intelligence and critical thinking. She also stressed that CX …
The future of healthcare in Australia promises a patient journey and experience defined by seamless integration, proactive care, and intelligent support, powered by technologies like Artificial Intelligence (AI). This transformation moves away from fragmented, reactive care to a highly coordinated, predictive, and patient-centric model. Dr Amith Shetty, Emergency Physician and Clinical Director in the System …
Contact centre agents play an essential role in ensuring the smooth operation of your organisation. Maintaining their motivation, productivity, and satisfaction is fundamental to the success of any contact centre. This article examines how recent technological advancements can support agents and enhance both their workplace environment and job satisfaction. Challenges facing contact centre agents Contact …
The recent acquisition involving Qualtrics and PG Forsta (which had previously acquired InMoment) signals a major consolidation at the top of the Voice of Customer (VoC) and Customer Feedback Management (CFM) market. This move has created a ripple effect, injecting both uncertainty and opportunity into the industry, especially in the ANZ region. According to Melanie …
As the e-commerce market continues to grow around the world, providing a satisfying digital experience for customers has never been more important. With the market estimated to be worth more than $98 trillion by 2032[1], those businesses that deliver user-friendly, seamless experiences will be best placed to capitalise on this demand. Those that fail to …
In the first installment of our CX Predictions 2026 series, I sat down with Laurence Fox from Kapitol Group to discuss how a high-growth, Tier 1 construction firm navigates the tension between maintaining efficiency and the essential human relationship needed to build trust on multi-million dollar projects. Mark Atterby (MA): Hi Laurence, thank you for …
The CX Retreat 2025, hosted by Ashton Media, convened top customer experience leaders for two days of deep dives, networking, and candid discussions. While Artificial Intelligence (AI) remained the undeniable hot topic, the overwhelming consensus moved beyond the ‘shiny new tool’ hype toward a grounded, customer-centric approach. Leaders expressed a healthy scepticism about some of …
JAX Tyres & Auto is a great example of an Australian organisation pushing the envelope in CX. More importantly, perhaps, they’ve been able to clearly demonstrate the tangible business benefits of investing in CX capability, directly connecting that investment to revenue results. JAX Tyres & Auto is a leading Australian automotive service provider, specialising in …